Return Policy

NOTE: In addition to being published here on the website, our Return Policies are linked in your Order email. Please make sure that you add mosaictilesupplies.com to your email spam filter under White-listed domains in order to prevent the email notices from being lost in your bulk mail folder.

Inspection & Acceptance

PLEASE NOTE:Color variation is inherent in the manufacture of tile & other building materials. For this reason, there may be some variation in shade between samples and the final product you order, as well as in glazed tile products of different body styles.

Please inspect the entire contents of your order when it arrives to confirm that it has arrived in good condition and verify color/shade consistency. If you have any concerns about the product you have received or the condition in which it arrived, please contact us.

It is important to order sufficient quantities to complete your installation in order to avoid dye lot differences. The industry standard suggests that you order 5% - 10% more than your square footage to cover drop-off when cutting around plumbing fixtures, etc. and to keep some amount in reserve from the same dye lot.

Installation constitutes acceptance.

Our Return Policy

Returns must be received within 30 days of the date of order in ORIGINAL,
resalable condition. This will require careful packing with the original materials.

Before returning any product, you must call or email with your order ID and the
reason for the return. We will then issue an RMA number. No returns will be accepted without an RMA.

A 25% restocking fee will be applied to returned merchandise.
Shipping costs are the buyer's responsibility. If your original order received Free Shipping or Discounted Flat Rate Shipping, the actual shipping charges for your
order will be deducted from your refund.

PLEASE NOTE:Samples, Special Order, Made to Order, Handmade, Custom (items not carried in regular stock) and Clearance products are NON-REFUNDABLE
except in the case of manufacturer's physical defect, so please be certain of your choice when ordering these items, and always order color samples prior to
placing your full order.

ORDER CANCELLATIONS: Orders cancelled after the first 24 hours are subject to a 15% cancellation fee for all items except handmade items, including Redux, Revival, TileMods
and all gradients & made to order blends and patterns. Because the products are handmade, these items cannot be cancelled after 24 hours,
once they are put into production.

No exceptions will be made to the above policies.

Damaged Shipments
We insist on quality products for our clients, and insure all shipments (except samples) for that reason. If you receive an order that has been damaged in shipping, please keep
the package intact just as it arrived, and call (936) 653-8099 or send an email which includes your Order ID# to Service Dept. so that we can file an insurance claim and have
the order returned to our office OR picked up by the carrier at no cost to you.

Ordering Questions

If you have special questions about ordering, please email Sales or give us a call at 936.653.8099. Our office hours are Monday through Friday, 9:00am -5:00pm CST.

Color Variation/ Color Samples

Differences in monitor settings and quality will affect the way colors appear onscreen. Take advantage of our Color Samples program in order to be certain that you are ordering the right color. NOTE: we sell in high volume, and for that reason, product moves through our inventory quickly. There may be a dye lot variation between the samples and the final order received if a new dye lot has been opened.